Customer Success Lead
WanderSalary not specified
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Academic, Government, ResearchIndustries
Requirements
- Background in customer engagement, retention and driving customer adoption
- Experience in publishing background or SaaS is a plus
- Strong communications with fluency in English and Bahasa Indonesia
- Be comfortable working in an international matrixed organization
- Be a self-starter, organized, has initiative and good problem-solving skills
- Have good analytical and project management skills
- Possess engaging (virtual and f2f) presentation skills to large and small
- Be fluent with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio
Responsibilities
- Developing new relationships and being a trusted advisor to clients
- Facilitating product development and identify requirements in relation to organizations’ ambition - navigate customer queries with relevant internal stakeholders
- Driving customer retention, satisfaction & success
- Delivering tailored value stories (value reinforcement) - Demonstrating product/services ROI
- Supporting renewals with Sales team by identifying value story, customer needs and advocates for Elsevier solutions
- Conducting scalable/customizable customer training. Ensure that all training is fulfilling a need of the customer. This includes demonstrations of products as well as workshops
- Identifying cross-sell & upsell opportunities. Analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience
- Working cross functionally, share experiences across customer facing teams as well as the greater Elsevier organization to share success stories. Ensure value proposition is clearly communicated and understood
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What language skills are required for this Customer Success Manager role?
Fluency in English and Bahasa Indonesia is required, along with strong communication skills.
Is this a remote position or does it require office work?
This information is not specified in the job description.
What is the salary or compensation for this role?
This information is not specified in the job description.
What does the team culture look like at Remitly or Elsevier?
The team promotes a healthy work/life balance, works in an international matrixed organization, and supports wellbeing initiatives, shared parental leave, study assistance, and sabbaticals.
What experience makes a strong candidate for this position?
Candidates should have a background in customer engagement, retention, and driving customer adoption, with experience in publishing or SaaS as a plus, plus self-starter qualities, analytical and project management skills.
Remitly
International money transfer for immigrants
About Remitly
Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.
Seattle, WashingtonHeadquarters
2011Year Founded
$423.9MTotal Funding
IPOCompany Stage
Fintech, Financial ServicesIndustries
1,001-5,000Employees
Benefits
Continuing Education or Travel Stipend
Office Culture
Flexible PTO, Schedules and Leaves
DEI Learning Opportunities
Community Engagement
Inclusive Benefits
Risks
Swift's integration into banks' channels poses a competitive threat to Remitly.
AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.
Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.
Differentiation
Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.
The company leverages technology for a seamless user experience via its app and website.
Remitly engages with immigrant communities through content and educational initiatives.
Upsides
Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.
AI agents in operations could reduce costs and improve Remitly's efficiency.
Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.
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